Job Title: Patient Experience Specialist
Location: Coral Spring, FL
Employment Type: Full-Time
About the Company:
A forward-thinking healthcare organization dedicated to providing exceptional service and support to our patients. We believe in fostering a culture of empathy, excellence, and collaboration. By joining our team, you’ll become part of a community that values innovation, professional growth, and putting patients at the heart of everything we do.
Overview of the Role
As a Patient Experience Specialist, you will play a vital role in ensuring patients receive outstanding care and assistance throughout their journey with us. You’ll be the empathetic voice guiding new patients through onboarding, responding to their inquiries, and collaborating across departments to address challenges. This is an exciting opportunity for someone passionate about healthcare, patient advocacy, and making a genuine difference in people’s lives.
Key Responsibilities
- Patient Onboarding: Welcome new patients by facilitating a smooth transition into our services, including making introductory calls and providing essential information.
- Communication Management: Serve as the primary point of contact for patient questions and concerns, offering clear and empathetic guidance.
- Issue Resolution: Investigate and resolve patient complaints promptly, collaborating with other teams to ensure timely solutions.
- Patient Education: Empower patients by sharing valuable resources and education on equipment, supplies, and insurance processes.
- Cross-Department Collaboration: Work closely with teams like Insurance Verification, Resupply, and Revenue Cycle Management to ensure a seamless experience and address any gaps.
Key Performance Indicators (KPIs)
- Active Patient Deactivation Rate:
- Target: Maintain that no more than 1% of active patients are lost due to patient-related deactivations.
- Reflects your ability to proactively engage with patients and resolve concerns.
- Call Quality Score:
- Goal: Achieve a 90% (or higher) rating on call quality, focusing on professionalism, issue resolution, and compliance with our guidelines.
What You’ll Bring
- Compassionate Care: A passion for advocating on behalf of patients and delivering exceptional service.
- Strong Communication: Excellent verbal and written skills, capable of conveying complex information clearly and empathetically.
- Problem-Solving Ability: Proven track record in identifying issues, proposing solutions, and enhancing the overall patient journey.
- Organizational Skills: Ability to handle multiple inquiries, prioritize tasks, and follow up diligently.
- Collaboration: Willingness to work cross-functionally, sharing insights and driving ongoing improvements.
- Healthcare Experience: Previous experience in a healthcare or patient-facing role is preferred, especially with knowledge of Durable Medical Equipment (DME) and insurance processes.
Why Join Our Team?
- Mission-Driven Culture: We are committed to making healthcare more compassionate and accessible.
- Growth Opportunities: We invest in our employees, encouraging continuous learning and professional development.
- Comprehensive Benefits: Enjoy a robust benefits package designed to support your physical, emotional, and financial well-being.
- Supportive Community: You’ll collaborate with dedicated teammates who share your passion for helping others and driving positive change.
We are an Equal Opportunity Employer. We celebrate diversity and prohibit discrimination based on race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, or marital status. We believe that diverse perspectives enrich our community and drive our success.
If you’re ready to make a lasting impact on patient care and be part of a team that values empathy, innovation, and continuous
improvement, we want to hear from you. Apply today!
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